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<p>Ahead of closure Child Support Agency send customers a series of letters advising
about their case closing and what they can do should they want child maintenance payments
to continue. This advice includes making an advance application to the Child Maintenance
Service, t o ensure there are no breaks in child maintenance.</p><p> </p><p>When the
Child Support Agency case is closed, we write to non-resident parent during the stage
where we are confirming the arrears position, to remind them of the amount we have
worked out they owe. We advise them to contact us if they have any other relevant
information which would impact this. A letter is then sent to receiving parent advising
we have confirmed their balance of child maintenance. Where child maintenance is owed,
we ask if the balance is correct and if they want their arrears written off or managed
by Child Maintenance Service. Parents are provided with contact details to discuss
their case, at all points.</p><p> </p><p>In cases where the arrears are moved to Child
Maintenance Service, a letter is sent to both parties confirming their Child Support
Agency case is fully closed. We also advise the unpaid child maintenance is now being
managed by Child Maintenance Service. This provides the parent with the new telephone
number they will need if they wish to contact Child Maintenance Service.</p><p> </p><p>Where
there is a new Child Maintenance Service case, which was previously a Child Support
Agency case, the calculation can change. This is because it is a fresh start under
the new service, with new rules and data.</p><p> </p><p>At the outset of a Child Maintenance
Service case, we issue an indicative calculation letter to the parents. This explains
the new calculation, including the information used in the calculation. This provides
opportunity for the non-resident parent to provide any further information that would
impact the calculation. Following this we issue an initial calculation letter which
confirms the calculation and the details used.</p><p> </p><p>Parents are advised they
have the opportunity, throughout the application process and the life of the case
as well as at annual review stage, to challenge the information used and request change.</p>
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